Handling performance issues as a manager

[MECO]

I’m inexperienced in management and have a poor sense of what’s ok personally so trying to figure things out.

We recruited an assistant to train up and hopefully grow within the role while training externally which the business pays for. I’m also studying but am qualified by experience/proving I’m capable.

The assistant is great at taking the routine and easy work but needs a fair bit of reminding and guidance for new tasks. This has been doable but now the role needs to expand and to step up in responsibility. This was always the plan as my role needs to change too.

However there’s a problem with not checking things with colleagues leading to some errors, alongside errors from general lack of attention to detail - but we all make mistakes so I let it slide. When previously tackled this was claimed to be due to anxiety/shyness. I have similar issues so shared some personal info and suggested some options to help tackle this, funding for courses etc. They ignored this offer.

I’ve now found out about a few more errors and when tackled they claim the anxiety thing is absolutely not an issue and never was the issue. They now claim it’s just them wanting to be independent, complete work very quickly and now realising they can’t do that.

The problem is I can’t take on new work, to develop my own career, while I’m still careful checking their work and hand holding through new tasks - these tasks are new to us all so I don’t have the answers it’s just common sense. I also don’t get updated if tasks are done.

I have a feeling their parents are coaching them into what to say and the career option (mid 20s), they don’t seem to suit it - accuracy, excellent communication with colleagues, super organisational skills and very good attention to detail is essential. Rushing through work and deleting records without checking with the originator is a big no no. Luckily we are a small company so it’s easily resolved. When I point out the skills needed they dig their heels in and claim they do enjoy the job and they are a good fit. I did see an improvement after the anxiety issue but it’s gone backwards again.

I don’t know how to tackle it, I tried today but don’t know how honest I can be. My manager isn’t around much, but has been aware of these concerns for many months. The assistant is reliable for attendance, does the routine work well and makes the right noises, so I feel awful as well as frustrated to the point I have applied for roles elsewhere.

I went through this. I recommend making sure all expectations are written down in their probation/performance review. Talk to hr and your line manager that there are these issues. If necessary (and still possible) extend probation, to make it clear there are concerns. In my case I extended probation, made excitations clear but unfortunately ended up terminating the job. It was stressful, but found it much better even when I went back to doing both our jobs till we recruited. If I had to go back would have not prolonged the process so much eg I extended probation twice

Thanks. Our first step was to set out objectives and in more detail than usual. There’s no HR, my manager and the MD take this on as needed. No policies to fall back on. Although I can find guidance online and write the policy myself.

I came in today to an email admitting another mistake and apologising. Plus emails showing work being progressed and asking questions. So the message has been understood again.

I’ve set up processes but they aren’t being followed without regular prompts. It’s a case of rushing and laziness plus lack of initiative and not wanting to talk to colleagues, including me. Even if they sustain the improvement there’s new work they need to take on. The role has changed from a school leaver’s job to graduate/experienced in terms of responsibility.

The most annoying thing is claiming it was anxiety related and now denying it ever was. One of these is a lie.

It was when I became a manager that I realised how people lie!

Can you provide them with a checklist that they have to follow for every job? And make clear that if they don't slow down and follow it, it will be a disciplinary issue?

I do this myself, I have a checklist for every job I do to ensure that I don't miss things when reviewing the work I need to do.